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Customer Service Policies

Robin Shakya

Customer Service Policies

Contact us!

Whether you’re having a problem with something you bought from us, or just have some questions, we’re always happy to help. Whenever you have a question, just head over to support.mbot3d.com to get in touch with our team.

We do our best to get back to you as soon as possible and offer email service Monday-Friday. You should receive a response within 2 to 3 business days. We also schedule live chat support sessions via Skype as needed. Start a support case with us, and if we can’t resolve it quickly via email, we’ll be happy to talk to you.

Warranty:

We'll do our best to make our warranty policy as forthcoming as possible. We've decided to offer you information about warranty in two parts - both on this page. The first part is written as user friendly as possible. The second part is the official legal warranty information. If you have any questions, don't hesitate to get in touch.

When you buy an MBot3d product, you're entitled to free technical support for as long as you use it. First, there's always our forum that enjoys a great culture of helping and sharing from very experienced makers. Most of them are very technically minded and only too happy to help. They have been the origin of the foundation that grew to be our detailed support pages that are available at your convenience. And lastly, but by no means least, is MBot3d or your official point of sale. Our technical support team is always happy to help in isolating the cause of a problem, finding parts and providing solutions. By email we are available at your command.

Let’s start with the MBot Cube Kit. Because it's a DIY-kit, we can't guarantee it will work first time (one missed screw makes all the difference). But what we can guarantee is that we're always on hand to give you technical knowledge and experience that'll get you printing in no time. And the really good news is that we provide a 1 Year warranty on electronics, stepper motor and extruder but the replacement shipping cost will be charged.

As an open source company, we really encourage hacking and modifying, but as you might expect, we can't be held responsible for any modifications that significantly change the way your MBot3d, or that specific part, works. So here’s the boring part, these heavily modified parts won't be covered by the warranty. But that’s probably not a surprise. However, we’re always available to help you work things out.

Using third party or alternative filaments won't void your warranty, but here's the catch, you have to stay within the restrictions for 3D printing setup by the firmware. These restrictions are designed to protect your MBot3d from getting hurt.

Next up, the MBot Grid II+ and MBot Mini. We're so confident about its build quality that we provide a 1 Year warranty on electronics, stepper motor and extruder but the replacement shipping cost will be charged.

When it comes to parts, MBot3d has your back. However, the world of 3D printing is innovating at a crazy speed, so we won’t always continue to have all older generation parts in stock. This could mean you need upgrade to a new part to solve a problem. But rest assured, we’ll never leave you in the dark and will do our best to find a solution.

MBot3d also offers lifetime support through email. There's also our awesome community with plenty of knowledge to help you out when you're in need. If you're in need of warranty, support, please get in touch with your local supplier or technical support team via email support@mbot3d.com. You can visit our reseller page to find one of our partners near you.

MBot’s Limited Warranty legal information:

Limited Warranty applies to all new MBot3d products sold by Magicfirm, LLC or a current authorized reseller of the Products (collectively “Authorized Party” or “Authorized Parties”). A 1 Year warranty on electronics, stepper motor and extruder but the replacement shipping cost will be charged.

(A) Warranty MBot3D represents and warrants to the first End-User of Products that the Products shall materially conform to MBot3d’s published specifications in the user manual, subject to the terms and conditions below.

(B) For a warranty claim to be valid (i) notification must be made before the end of the Warranty Period, as defined below; (ii) conform to any additional stipulations of the Warranty Period, as defined below in Section (D); and (iii) must be substantiated with original proof of purchase from an Authorized Party, including the serial number of the Product(s).

(C) Claim Handling (i) the remedy shall be repair or replacement of the non-conforming hardware Product or non-conforming part(s) of a hardware Product in a commercially reasonable time by MBot3d or its authorized representative as solely determined by MBot3d or its authorized representative. Consumable parts not covered are: MBot3d filament, SD card, and build plate. (“Consumables”, defined as disposable items, parts or components of the Product which are inherently subject to deterioration and wear out during the normal operation of the Product.)

(D) Warranty Period Products are covered for 1 year from the date a new Product is first delivered to the End-User after being purchased.

(E) Exclusions The limited warranty obligations do not cover physical damage sustained from improper handling during shipping as well as normal wear and tear in use of the Product. The limited warranty shall be voided if alleged Product failure was caused in whole or part by(i) Improperly or incorrectly performed modifications, alterations or repair; (ii) Parts or Consumables were installed and used that were not certified or approved by MBot3d or its designated representative, including, without limitation the use of filament not from MBot3D; (iii) Unusual physical or electrical stress; (iv) Abuse, misuse, accident, neglect; (v) Exposure to moisture, flooding, fire, electrical problems associated with incoming power or other acts not the fault of MBot3d; (vi) Not adhering to MBot3d’s recommended maintenance procedures or failure to comply with Product instructions and/or documentation; (vii) To the extent allowed by applicable law, the Product has been removed from the country or region where it was originally sold by MBot3d or its designated representative. No coverage under the Limited Warranty will exist if MBot3D was not notified of the alleged defect or malfunction prior to the expiration of the Warranty Period. MBot3d shall make the final determination as to the existence and cause of any alleged defect.

(f) How to get warranty service to make a claim under this Limited Warranty, please contact the Authorized Party where the Product was purchased, or, contact MBot3d Support (“Support”) via web form http://support.mbot3d.com/hc/en-us/requests/new or email to support@mbot3d.com. Support is available 9am to 6pm +8 UTC (China Standard time) Monday through Friday.

(g) Limitations/Disclaimers THIS LIMITED WARRANTY IS THE END-USER’S SOLE AND EXCLUSIVE REMEDY AGAINST MBOT3D WHERE PERMITTED BY LAW. EXCEPT FOR THIS LIMITED WARRANTY, MBOT3D MAKES NO OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE OR OTHERWISE, WITH REGARD TO THE PERFORMANCE OF ANY PRODUCT. WITHOUT LIMITATION OF THE FOREGOING, ALL IMPLIED WARRANTIES, INCLUDING WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, ARE HEREBY EXCLUDED. MBOT3D WAIVES ALL LIABILITY FOR ANY INDIRECT, INCIDENTAL, COLLATERAL, EXEMPLARY, PUNITIVE, SPECIAL OR CONSEQUENTIAL DAMAGES, INCLUDING LOSS OF USE OR LOSS OF PROFITS, EVEN IF MBOT3D HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH CLAIMS OR DAMAGES.

Return (if applicable):

You must carefully examine all deliveries within five (7) days of receipt and notify MBot3d of any alleged observable error, shortage, defect, or nonconformity of any product therein. If You fail to examine and make such a report within five (7) days of receipt, you will be deemed to have waived any claim or right against MBot3d with respect thereto. Any claim regarding loss or damage in transit shall be made against the carrier. You may return your MBot 3D printer within thirty (30) days of shipping, subject to a 10% restocking fee unless the MBot3d Support Team has determined that the printer was defective. If you believe your printer is defective, contact the MBot3d Support team at support@mbot3d.com within thirty (30) days of shipping to obtain a Return Merchandise Authorization (“RMA”) form. Printers returned without an RMA will be automatically subject to a 10% restocking fee. Original shipping costs are not refundable.

You may return unopened, unused filament and spare parts within thirty (30) days of shipping, subject to a 10% restocking fee.

When returning a product, you must include all parts and manuals in the original packaging and ship it at your cost to address: 14th Floor, Block A, HuaYe Building, 511 JianYe Road, BinJiang District, Hangzhou City, Zhejiang Province, China 310012.

The cost of any missing parts and/or damage caused by improper shipping will be deducted from any refund.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at store@mbot3d.com

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at store@mbot3d.com and send your item to the address: 14th Floor, Block A, HuaYe Building, 511 JianYe Road, BinJiang District, Hangzhou City, Zhejiang Province, China 310012.